Delivery Hero

4 weeks ago

Rider Service Project Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Lead multi-market rider support strategy and programs, coordinating cross-functional teams to design scalable service flows, drive key metrics, ensure regulatory compliance, and manage end-to-end projects across markets for Glovo/Delivery Hero.

Location: Barcelona

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Mid level

Key Responsibilities

•Define and execute multi-market support strategy: Own the strategy and execution of rider support service models across multiple markets, each at different stages of maturity and with distinct regulatory constraints.
•Lead cross-functional programs: Coordinate cross-topic initiatives such as fraud prevention programs, managing roadmaps and driving delivery across Legal, Supply Ops, Product and Marketplace Experience teams without formal authority.
•Drive strategic KRs: Identify and lead opportunities to improve key metrics including contact ratio, rider satisfaction, supply efficiency and service-related costs across all markets.
•Develop scalable service architectures: Design new agent experience processes and self-service flows tailored to each rider model, and identify best practices that can be replicated across markets.
•Ensure regulatory compliance: Keep rider support processes aligned with local regulatory requirements in each market, while maintaining operational efficiency and scalability.

Key Requirements

•Experience: 6-8 years in project management, operations, strategy or business analytics, with proven exposure to multi-market or cross-functional program management.
•Analytical & Data Skills: Strong analytical and problem-solving skills with experience in KPI tracking and optimisation. Able to independently query and extract data (SQL or equivalent) to validate numbers and drive analysis.
•Strategic Thinking: Ability to assess the broader picture, define approaches across markets, prioritize based on impact and challenge proposals when needed.
•Project & Program Management: Proven ability to lead complex, multi-stakeholder projects end-to-end, including scoping, planning, roadmap management, risk tracking and stakeholder alignment across multiple concurrent workstreams.
•Stakeholder Management: Strong influencing and communication skills. Experience coordinating across Legal, Operations, Product and Support teams at regional or global level without formal authority.

Experience:6-8 yearsDeliveryLogisticsOperations

Skills:CommunicationProblem-solvingStakeholder managementAnalytical thinkingStrategic thinking

Languages:EnglishSpanish

Tech Stack:SQLDashboardsData analysis

Company Brief

Delivery Hero

Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.4

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Delivery Hero

4 weeks ago

Rider Service Project Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Barcelona

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Mid level

Key Responsibilities

•Define and execute multi-market support strategy: Own the strategy and execution of rider support service models across multiple markets, each at different stages of maturity and with distinct regulatory constraints.
•Lead cross-functional programs: Coordinate cross-topic initiatives such as fraud prevention programs, managing roadmaps and driving delivery across Legal, Supply Ops, Product and Marketplace Experience teams without formal authority.
•Drive strategic KRs: Identify and lead opportunities to improve key metrics including contact ratio, rider satisfaction, supply efficiency and service-related costs across all markets.
•Develop scalable service architectures: Design new agent experience processes and self-service flows tailored to each rider model, and identify best practices that can be replicated across markets.
•Ensure regulatory compliance: Keep rider support processes aligned with local regulatory requirements in each market, while maintaining operational efficiency and scalability.

Key Requirements

•Experience: 6-8 years in project management, operations, strategy or business analytics, with proven exposure to multi-market or cross-functional program management.
•Analytical & Data Skills: Strong analytical and problem-solving skills with experience in KPI tracking and optimisation. Able to independently query and extract data (SQL or equivalent) to validate numbers and drive analysis.
•Strategic Thinking: Ability to assess the broader picture, define approaches across markets, prioritize based on impact and challenge proposals when needed.
•Project & Program Management: Proven ability to lead complex, multi-stakeholder projects end-to-end, including scoping, planning, roadmap management, risk tracking and stakeholder alignment across multiple concurrent workstreams.
•Stakeholder Management: Strong influencing and communication skills. Experience coordinating across Legal, Operations, Product and Support teams at regional or global level without formal authority.

Experience:6-8 yearsDeliveryLogisticsOperations

Skills:CommunicationProblem-solvingStakeholder managementAnalytical thinkingStrategic thinking

Languages:EnglishSpanish

Tech Stack:SQLDashboardsData analysis

Company Brief

Delivery Hero

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.4

Website LinkedIn Glassdoor